Workforce Management Scheduling Analyst

Our Opportunity:

As a Workforce Management (WFM) Scheduling Sr Analyst you will develop and maintain optimal input and scheduling models to ensure we meet our weekly, daily, and intra-day goals and agent experience guidelines.  This role will partner with a diverse group of stakeholders and high-level leaders to understand business objectives and provide recommendations to enhance workforce efficiency. The role will take ownership for scheduling efficiency ratios and accuracy to the model projections.  They will bridge variations from a result of unexpected variations in demands and staffing to determine modeling improvements to minimize variances to planning.

What you’ll do:

• Develop and maintain sophisticated models to analyze planning inputs to drive an accurate alignment to demand and staffing structure (i.e., shrinkage patterns, TOD variation, standardize non-production activities) to meet or exceed schedule efficiency targets.
• Generate schedules on a regular basis to enhance efficiency of resources to demands by producing efficiency based on a balance of SLAs and occupancy with an extended outlook.
• Coordinate with recruiting the development of new hire schedules at the beginning of the new hire cycles.

• Drive continuous improvement to optimize the operational engagement activities, WFM, forecasting effectiveness, staff planning.
• Work closely with operations management, HR, and other key stakeholders to understand business objectives and provide recommendations to enhance workforce efficiency.

• Serve as a subject matter authority in support of projects and initiatives that involve WFM and/or Scheduling.
• Develop programs to drive continuous improvements in efficiency, and increase agent satisfaction with scheduling flexibility, while maintaining customer SLAs.

• Communicate optimally with peers, stakeholders, and business unit leaders to ensure high quality and timely completion of work requests.
• Provide analysis, root cause, and suggested action plan for trouble shooting performance activities/defects to related teams, operations through senior contact center leadership.
• Provide guidance and support to junior analysts, helping to develop their skills and understanding of workforce management principles.

What you’ll need:

• Associates degree or higher preferred business administration, finance, or statistics.
• In Lieu of degree, minimum 3+ years call center Workforce Management experience in contact centers.
• Hands-on experience and familiarity with workforce management and ACD systems; (e.g., NICE, Cisco, etc.).
• Ability to make agile judgement data-based decisions on situations contact center performance results and variations to planning.

• Proficient in Microsoft Office Suite, including manipulating data, creating reports, visualizations, and presentations from scratch.

• Validated analytical and problem-solving skills with attention to detail and accuracy.
• Excellent written and verbal communications to be able to work with all levels of the Customer Service Organization clearly concisely from agent to Senior Leadership.
• Ability to work independently and meet deadlines.

Bonus:

• Data Analysis experience capturing, storing and reporting historical statistics (call volumes, AHT, service level, forecast accuracy, etc)
• Proficient in data management – SQL, Python, VBA, Tableau, macros, pivot tables, pivot charts